Zendesk Connector and Datasource Configuration

The Zendesk connector uses the Zendesk REST API to retrieve tickets and their associated comments and attachments from a Zendesk repository.

It retrieves all tickets with all fields (e.g., customer, assignee, priority, status) as well as access restrictions for users and groups. ACLs can be used for security trimming at query time.
The types of items retrieved are:

tickets and their associated metrics: e.g., time elapsed until first response, time to close.

ticket comment counts, comment ids

ticket comment attachment URLs

Items retrieved are returned as individual Solr documents, therefore, for a given Zendesk ticket, there will be multiple documents:

the Zendesk ticket itself

one document per comment

one document per comment attachment

Documents have fields for Zendesk type and reference field to parent documents, e.g.,
a comment document will have field "ticket_id" pointing back to the Zendesk ticket.

Incremental recrawls allow updates to the Fusion collection to add new tickets and record further changes to existing tickets without having
to retrieve the entire Zendesk repository contents.

Authorization

The Zendesk user must have administrator privileges in order to retrieve all tickets and associated information.
All communication with the Zendesk API is encrypted with SSL.

Required Configuration Properties

A Zendesk datasource must be configured with the following properties:

Authentication Key - username or email

Authentication Value - the password or API token

Token Auth - a flag to indicate whether the auth key/value should be treated as username/password or email/token

Base URL - the API url to an instance of the Zendesk API

Organization ID - set to restrict indexing to only tickets that belong to the Organization

Configuration Properties

Tip

When entering configuration values in the UI, use unescaped characters, such as \t for the tab character. When entering configuration values in the API, use escaped characters, such as \\t for the tab character.

Property

Description

auth_key

Authentication Key

required

An email address of a valid Zendesk user which must have an admin role.

type: string

minLength: 1

auth_value

Authentication Value

required

This value can be a user password, or an API token. If an API token is used, the Token Auth must be set to true.

}source (required)
: {
display name: Source Field
type: string
description : The name of the field to be mapped.
}target
: {
display name: Target Field
type: string
description : The name of the field to be mapped to.
}
}

reservedFieldsMappingAllowed

Allow System Fields Mapping?

type: boolean

default value: 'false'

unmapped

Unmapped Fields

If fields do not match any of the field mapping rules, these rules will apply.

}source
: {
display name: Source Field
type: string
description : The name of the field to be mapped.
}target
: {
display name: Target Field
type: string
description : The name of the field to be mapped to.
}
}

ConnectorDb Configuration

Property

Description

aliases

Process Aliases?

Keep track of original URI-s that resolved to the current URI. This negatively impacts performance and size of DB.

type: boolean

default value: 'false'

inlinks

Process Inlinks?

Keep track of incoming links. This negatively impacts performance and size of DB.

type: boolean

default value: 'false'

inv_aliases

Process Inverted Aliases?

Keep track of target URI-s that the current URI resolves to. This negatively impacts performance and size of DB.